[mothered]

So if I tell the rep:
1. that I could not be home during the delivery appointment.
2. that the delivery man called me twice and both times I told him I couldn't be there and he didn't offer me a new appointment later or the next day.
Does this seem like to be the best approach for you or would you add something else?

Don't elaborate, It may work against you.

Simply say you haven't received your package and leave It at that.